NOTE: This process is for Tier 2s only.

Please follow the below process before considering escalating a ticket to a Tier 3 (#partner\_support) or to staff.

The main point here is that we need to have sufficient information to escalate a ticket for its revision, that way we avoid having to go back and forth between devs and partners.

1. Partner tickets come in

2. Tier 2 reviews ticket information:

- Is the issue affecting one or multiple users? - Is the issue on an application or a platform (server)? - Has the partner been able to reproduce the issue? - Have we (tier2) reproduced the issue in-house? (when applicable)?

1. If the ticket is missing any of these points, Tier 2 contacts Partner back to gather any missing information that can be a clue to an escalation.

2. The ticket is escalated, if needed (#partner\_support), with complete information and steps to reproduce (Step by step on how to reproduce the problem, for example, I did "X, Y, Z" and "B" was expected but I got "C"). Using this template for every initial interaction.

3. For every additional interaction, you just need to type the Zendesk Ticket Number before your communication with the developers. For your reference, please check the following screenshot:

1. If you are about to fall out of our Partner's SLA, please follow the Tier 2 Emergency Phone Policy.

Also, please note that we have added a new status for tickets which will be only used for Partner tickets in which we are waiting for the developer's reply. This Status is "On-Hold"

And we have created a new stackable macro for you that can be used (just once) with these type of cases when letting Partners know that we are waiting for a resolution: Other::Stackable macros::Partners extended follow-up (Partner use only).

Note: When using On-Hold, please make sure the ticket is still assigned to you.